I have been a customer of T-Mobile for about 2 years now during which time I've seen their sub-standard service yo-yo back and forth from mediocre to worse and back. Over the past 6 months it has deteriorated so significantly and caused so many problems that I decided I would cut my losses and get out of my family plan contract. When I tried to disengage I was told that I would have to pay a hefty penalty of $400 for canceling the service prematurely.
I explained to them that the only reason I am canceling is because they failed to provide the service I diligently paid for every monththat I often cannot get a line out; that call waiting notification only works sporadically; that calls are automatically forwarded to voicemail for no apparent reason; voicemail notification comes through sometimes but never on a consistent basis if at all; text messages can come in anywhere from immediately to several hours or even days after being sent; coverage is absent in many areas of the Denver Tech Center even though they assured me when I was first thinking of signing up that I was in a strong signal area. Then, when they failed to persuade me to reconsider they pointed out to me that the T-Mobile contract small print stipulates that T-Mobile is not obligated to actually provide service. That's some contract! How can they get away with this?
I have patiently spent hours on the phone with a multitude of T-Mobile reps who were dismissive and condescending, in my attempt to get service repaired and minimize my financial losses. I went as far as to upgrade my phones last August because the store manager at Park Meadows Mall explained that the low-level phones they themselves sold me were the source of my problem, and that all would be rectified by upgrading to a better phone. In the meantime I still do not get my call waiting notices, text messages or voice mail notifications in a timely or consistent manner and in fact, frequently get an error message when I try to make a call out saying that my call has failed. Duh!
Unfortunately this translates directly into lost revenue for me.
I use my cell phone predominantly for business and T-Mobile is making me look unprofessional as well as unreliable because of the numerous dropped calls, the inability to make a call at any given time of the day or night, and the inability to retrieve messages left for me by my clients.
I have done everything that the T-Mobile techies suggested: cycled the phones, swapped SIM cards, done master resets, etc. all to no avail. I spent countless hours on the phone with T-Mobile reps while they transferred me from rep to rep to rep, often disconnecting me in the process (even though they swear they have do not have a dropped call issue!). Because they are unwilling to provide a direct dial number to a level two technician for help, customers are forced to go through the entire process from scratch over and over again when they disconnect you until you are worn out and bloodied and finally give up in disgust - which is probably exactly what T-Mobile is counting on.
Today I was told by a T-Mobile rep that all cellphone services were lousy and transferring to another service provider would do me no good, but I could try negotiating with the store I purchased my service and phones from because they could leverage their commissions against the cancellation fee. So I went directly to the local T-Mobile store that sold me the service. No surprise there: nobody wanted to take responsibility for the shoddy service and broken promises. But they certainly made it clear to me that they would definitely penalize me for trying to unload a bogus service that doesn't do what its supposed to do. Where's the legality in that?
The assistant manager of the T-Mobile store in Park Meadows Mall got very angry when I asked him how many lost potential customers it would take for him to break even on the $400 penalty they were going to impose on me? Because I would be sure to tell everyone I came in contact with about my terrible experience with their service. He was so livid that he physically followed me out of the store to wait and see if I was talking to anyone and then called mall security to harass me when he saw me talking to someone. I do believe that was in direct violation of my first amendment rights, but I was not about to take on the two burly security guards that answered his distress call.
Since when is this type of bullying legal? Why isn't anyone standing up to this crooked, fraudulent company? I'd like to know what recourse I have. There are thousands of customers in our Denver Tech Center area alone who are being held hostage by this company, let alone all over the country. All you have to do is google T-Mobile complaints and you will read story after story from disgruntled customers who were outright swindled by these pirates. This is not right, and it certainly is not the American way. Please tell me that you will help.
Tired of being victimized!
Lone Tree, Colorado